POSITION: Customer Service Officer/ Client Care ServicesCLIENT: A new international hospital SUMMARY The
Customer Relations Manager is responsible for managing the front desk,
patient relations and housekeeping. He / She will be responsible for
monitoring and ensuring patient satisfaction with the services provided;
identifying and resolving patient and family member concerns and
problems. RESPONSIBLITIES AND DUTIES 1. Ensures that the department functions are run smoothly and in compliance with JCIA. 2. Collects data and information about patient care concerns, needs and problems and implement appropriate corrective actions. 3. Analyses statistics or other data to determine the level of hospital’s customer service. 4.
Prepares reports and analyses highlighting progress, adverse trends and
suggesting appropriate recommendations or conclusions. 5. Responds
to customer requests and questions regarding services, products and
account information. Analyzes and rectifies customer concerns using
established procedures. 6. Perceives and interprets patient needs and translates them into effective solutions. 7. Responds to the needs of the patients by ensuring immediate action. 8.
Supports employee involvement in decision making and problem solving
and facilitates dialogue between patients, physicians, nurses and
administrative managers to resolve patient complaints and problems. 9. Refers complaints of a serious nature to Complaints Review Committee / Quality Control Section and follow up their analysis. 10. Follows up action taken in case where required. 11. Develops the departmental budget and contributes to fiscal planning. 12. Attends meetings and participates on committees as required. 13.
Enhances professional growth, training and development through
participation in educational programs, current literature, in service
meetings and workshops. 14. Develops policies and procedures to
promote establishment and maintenance of meaningful communications
between patients, families and staff. 15. Initiates steps to improve the departmental functioning.

POSITION: Marketing OfficerCLIENT: A New International Hospital RESPONSIBLILITIES AND DUTIES • To formulate brand plan and propose various Marketing strategies in accordance to corporate policy for hospital brand. •
To take care of all the publishing material of the hospital namely:
information booklet, leaflets, handbills, brochure, and other related
materials. These shall include the content, design, creativity and proof
– reading etc. • To plan various activities as per the phase-wise Marketing Strategic plans. •
To execute the various activities planned as per the phase-wise
Marketing plans for example, CMES, Workshops Camps, Patient Education
Program, Life – Style Management Program Etc. • To carry out Research activity related to marketing plan evolved. • To explore newer geographical area new markets, for customer target for hospital. • To explore new product feasibility for business plan. • To do regular fieldwork to understand and develop sound marketing plan. • Monthly detailed report of the activity should be submitted to the management • Weekly progress report should be submitted in brief to management about the activities assigned.